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University of York Students' Union

Complaints

Home > Complaints

This page deals with bc gaming casino-related activity only. It is not related to University procedures. You can find more information about the University Complaints Process on our dedicated page for University Complaints.

 

Feedback & Complaints 

At bc gaming casino, we expect the highest standards of service and conduct from our members, student groups, officers, employees and volunteers. If you are either really happy or are dissatisfied with a service, we encourage you to share your experience with us. 

 

Provide Feedback

We are always looking to improve our offering. If you would like to share some feedback with us, you can do so via this It can be about anything related to an experience you had whilst engaging in a bc gaming casino activity, venue or event. Positive or negative, we want to hear about it. 

 

Submit a Complaint

We understand that providing feedback is not always enough and you may wish to submit a complaint instead. You can complain by submitting this .

 

Here is some information to consider when submitting a complaint. 

 

We can only respond to complaints that concern one of the following:

 

  • Conduct of a Society, University Sports Club, Media Group & Volunteering Project

  • Conduct of an individual within a Society, University Sports Club, Media Group or Volunteering Project (this can include members, coaches and anyone else associated with a group)

  • Individual member conduct at a bc gaming casino-hosted activity, such as Summer Ball

  • bc gaming casino services, activities or on-campus venues

  • The conduct of bc gaming casino employees

  • The conduct of bc gaming casino elected officers

  • An issue or incident that has taken place during one of our student club nights during term-time

 

The for the following concerns:

  • The quality and standards of a service provided by the University, including learning and teaching provision, advice, resources and facilities.

  • Failure to apply an administrative or academic process.

  • Unfair treatment or inappropriate behaviour by a member of staff. 

  • Concerns about the impact of a University policy, even if it has been correctly applied.

  • The University applications/admissions process or its outcome.

 

You can also report issues relating to the conduct of individuals that falls short of the University's standards by using the :

  • Misconduct relating to an individual student or one or more students

  • Misconduct relating to University of York staff

  • Conduct related to College Sport Clubs.

 

For more information on the University reporting procedure, visit the University’s dedicated .

 

Handling of Students’ Union Complaints

At bc gaming casino we have a Complaint Handler, who is a dedicated member of staff who reviews complaints. How your complaint is progressed will depend on the severity and nature of the complaint. Once reviewed, your complaint will either be categorised as requiring an informal resolution or a formal investigation. 

 

Informal Resolutions

This is how we deal with low level, minor complaints/conflicts or those that can be resolved easily and amicably. This would involve having individual conversations and facilitated discussions with group members, as well as providing advice and support for leaders on how to manage and resolve conflict. 

 

Formal Investigations

Every formal investigation must adhere to an official policy or procedure; however the same principles apply, regardless of which policy is being followed. When experiencing a formal investigation, these are the steps you can expect to follow (outlined in the below image):

The process outlined in this image is written in plain text below.

Here's the same process written out in plain text: 

  1. A complaint is received and reviewed by complaint handler

  2. Where no investigation is necessary, informal resolution will be taken. This might be closure and/or referral to a different procedure.

  3. Where an investigation is required, it will be carried out by an independant staff member. This may include gathering witness statements, conducting interviews, collecting evidence and analysing findings.

  4. A report with recommendations will be provided to the Complaint Handler.

  5. The complaint handler will review the report and make a decision as to whether further action is required.

  6. If no further action is required, the complaint will be closed and the individuals involved will be notified.

  7. If further action is required, it will be shared with a review panel and further action will be taken as appropriate.

  8. An appeal may be submitted.

  9. The appeal will be reviewed by a panel.

  10. The panel will either uphold or deny the appeal.

 

 

Further Information

If you have submitted a complaint, our Complaint Handler will maintain communication with you throughout the process. 

 

Email [email protected] to find out more about any of the above information.